A revolution is occurring in the way that customers interact with businesses, and more specifically with their contact centers! In the past, customers were often herded through a company’s IVR or queuing system and then deposited into the team that was supposed to serve them best. They had to abide only by the hours and…

A revolution is occurring in the way that customers interact with businesses, and more specifically with their contact centers! In the past, customers were often herded through a company’s IVR or queuing system and then deposited into the team that was supposed to serve them best. They had to abide only by the hours and channels that a company defined. Now with the advent of social, self-service, and mobile channels, customers have more control over how, when and who they talk to within a company.

That makes the partnership between the contact center and the other departments within a company that much more critical. It is necessary to approach the customer from a holistic standpoint and engage them how and when they want, all while still meeting the needs of the business.

In this webinar replay, originally recorded in March 2013, ICMI and USAN discuss best practices, analytics and multi-channel support, as well three customer engagement strategies that every business can and should employ. Register to watch it now!